> ## Documentation Index
> Fetch the complete documentation index at: https://koreai.mintlify.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Agent AI Voice Integration for NICE CXone Mpower in Salesforce

This guide explains how to set up and configure the Agent AI widget with NICE CXone telephony using the Salesforce NICE CXone Mpower package.

## Use case

NICE CXone Mpower CTI on Salesforce receives or initiates a call:

* CTI rules match the customer’s phone number to a Salesforce record.
* NICE CXone streams audio to the Voice Gateway (Kore).
* Agent AI generates real-time transcripts and suggestions.
* The widget displays transcripts and next-best actions.
* At the end of the call, the system generates a summary for the agent to review and submit.

## Supported environments

* Salesforce Lightning Experience
* [Latest NICE CXone Mpower package](https://appexchange.salesforce.com/appxListingDetail?listingId=48255f2e-700a-46f4-94f4-e36a1cc3aad6\&tab=e)
* [Latest Agent AI package listed on Salesforce](https://appexchange.salesforce.com/appxListingDetail?listingId=a0N4V00000HSGlnUAH)

## Prerequisites

Ensure the following before you start:

* Install the NICE CXone Mpower package in Salesforce
* Set up the NICE CX account with inbound and outbound calling
* Enable Agent Assist Hub (via NICE support)
* Install **Agent AI for Salesforce** from AppExchange
* Collect Agent AI credentials—Widget URL, Bot ID, Client ID and Secret, Account ID, and SIP URI
* Obtain Salesforce System Administrator access

  <Note>
    The service provider bills the integration partner for real-time streaming usage for NICE integration. Charges may apply based on your commercial agreement. Contact your account representative for pricing and billing details specific to your setup.
  </Note>

## Shared Responsibilities Matrix

| Activity                                     | Customer | Kore.ai | NICE     |
| -------------------------------------------- | -------- | ------- | -------- |
| ACD configuration                            | Owner    |         | Advisory |
| Studio script setup                          | Owner    | Support | Support  |
| Agent Assist Hub setup                       | Owner    | Support | Support  |
| Agent AI credentials                         | Owner    | Support | —        |
| Salesforce Agent AI package install          |          | Support | —        |
| Salesforce CXone Mpower package installation | Owner    | —       | Support  |
| NICE streaming enablement                    | Owner    | —       | Support  |

## Region-Specific URLs

| Region  | Platform URL                  | Voice Gateway                       |
| ------- | ----------------------------- | ----------------------------------- |
| US      | `https://platform.kore.ai`    | `wss://savg-webserver.kore.ai`      |
| JP      | `https://jp-platform.kore.ai` | `wss://jp-savg-audiosocket.kore.ai` |
| On-Prem | Custom                        | Custom                              |

## Architecture Diagram

<img src="https://mintcdn.com/koreai/tuRL8ffTK7WGzmDu/ai-for-service/agentai/integration/nice-cxone-mpower/images/architecture-diagram.png?fit=max&auto=format&n=tuRL8ffTK7WGzmDu&q=85&s=25353e7538d7d2e5a634e5a14fd551af" alt="architecture-diagram" width="709" height="572" data-path="ai-for-service/agentai/integration/nice-cxone-mpower/images/architecture-diagram.png" />

## End-to-End Voice Interaction Flow with Agent AI Integration

1. Customer initiates a call to NICE.
2. NICE Studio Script for Voice triggers and assigns the call to an available agent.
3. System routes the voice call through the configured Audiosocket URL in NICE Agent Assist Hub.
4. Agent accepts the call.
5. System loads the Agent AI widget in a Salesforce object/page (iframe).
6. System establishes a WebSocket connection with the Agent AI backend.
7. Audiosocket starts voice streaming to the Voice Gateway.
8. ASR engine receives and converts voice to text transcripts.
9. System returns transcripts to the Audiosocket implementation.
10. System forwards transcripts to the Agent AI backend.
11. Backend sends transcripts to the Agent AI widget for display in the Transcripts tab.
12. Backend sends transcripts to the bot for intent recognition.
13. System sends responses back to the widget through WebSocket.
14. System generates a summary at the end of the conversation.
15. System stores the summary in the Salesforce object (Kore Agent AI Conversation Summaries) after submission.

## Installation and configuration

### 1. Install the NICE CXone Mpower package

* Install the package from **Salesforce AppExchange**. Follow [this article](https://help.nicecxone.com/content/agent/agentapplicationadministration/cxoneagentembedded/installcxae/installcxaeinsalesforce.htm?tocpath=Agent%20Application%20Administration%7CAgent%20Application%20Administration%7CAgent%20Embedded%7CSet%20Up%20Agent%20Embedded%7CSet%20Up%20in%20Salesforce%7C_____1) to install and configure the NICE CXone Mpower package on your Salesforce account.
* Configure Screen Pop (for example, Account or Contact) by following [this article](https://help.nicecxone.com/content/agent/agentapplicationadministration/cxoneagentembedded/setupcxae/setupcxaeinsf/configurescreenpopscxaeinsf.htm?tocpath=Agent%20Application%20Administration%7CAgent%20Application%20Administration%7CAgent%20Embedded%7CSet%20Up%20Agent%20Embedded%7CSet%20Up%20in%20Salesforce%7C_____4).

### 2. Configure Agent Assist Hub

1. Sign in to **[NICE CXone](https://cxone.niceincontact.com/)**.
2. Click the **application launcher**.
   <img src="https://mintcdn.com/koreai/tuRL8ffTK7WGzmDu/ai-for-service/agentai/integration/nice-cxone-mpower/images/app-launcher.png?fit=max&auto=format&n=tuRL8ffTK7WGzmDu&q=85&s=6880fddd3f9e0263162514b597a6c8ad" alt="app-launcher" width="1311" height="706" data-path="ai-for-service/agentai/integration/nice-cxone-mpower/images/app-launcher.png" />
3. Click **Others** > **Automation & AI** > **Agent Assist Hub**.
4. Click **Add Agent Assist App**.
5. Enter a name in the **AGENT ASSIST APP NAME** field.
6. Select **Custom Agent Assist Endpoints**.
7. Click **Next**.
8. Configure the following:
   * **Agent UI Option**: No Assist Panel
   * **App Title**: Kore Agent AI (change as needed)
   * **Participants**: Both
   * **Audio Relay Endpoint**: `{VG_HOST}/audiosocket/nice?sipuri=<SIP_URI>&token=<JWT>&botId=<BOT_ID>&accountId=<ACCOUNT_ID>&agentassist=true`
     * **Bot SIP URI**: To get this value, navigate to **Flows & Channels** > **Voice Gateway** > **Configure SIP Trunk** > **Agent AI** section.

       <img src="https://mintcdn.com/koreai/tuRL8ffTK7WGzmDu/ai-for-service/agentai/integration/nice-cxone-mpower/images/configure-sip-trunk.png?fit=max&auto=format&n=tuRL8ffTK7WGzmDu&q=85&s=2439947a8c283d3267e5548c225d587a" alt="configure-sip-trunk" width="922" height="869" data-path="ai-for-service/agentai/integration/nice-cxone-mpower/images/configure-sip-trunk.png" />

     * **Bot ID and Account ID**: To get these values, navigate to **Flows & Channels** > **Digital** > **Web/Mobile Client** section.

       <img src="https://mintcdn.com/koreai/tuRL8ffTK7WGzmDu/ai-for-service/agentai/integration/nice-cxone-mpower/images/web-mobile-client.png?fit=max&auto=format&n=tuRL8ffTK7WGzmDu&q=85&s=33ae3c658f8244d3d3f29cf98a68aaff" alt="web-mobile-client" width="677" height="872" data-path="ai-for-service/agentai/integration/nice-cxone-mpower/images/web-mobile-client.png" />

     * **Token**: Create a JSON Web Token on [jwt.io](https://www.jwt.io/) with the following details.
       * Payload: `{"appId": <Bot Client ID>}`
       * Header: `{"alg": "HS256","typ": "JWT"}`
       * Secret: Your Kore.ai Client Secret.
       * Copy the token into the Audio Relay Endpoint

         **JWT Token Warning**

         JWT expiry can break audio streaming.

         * Avoid using `exp` claim, OR
         * Implement token refresh
9. Turn on the **CTI Event** toggle.
10. Click **Create**.

### 3. Configure Agent AI in Salesforce

#### 3.1 Create Feature Configuration

1. Click the **app launcher**.
2. Type **kore** in the search box, and select **Kore AgentAI Feature Configuration** from the list.
3. Click **New** from the upper right corner of the page.
4. Type **Test Configuration** in the **Configuration Name** field.
5. Select **NICE CTI** in the **CTI Provider** list.
6. Select **Active**, and click **Save**.

#### 3.2 Create Agent AI Configuration

1. Click the **app launcher**.

2. Type **kore** in the search box, and select **Kore AgentAI Feature Configuration** from the list.

3. Click **New** from the upper-right corner of the page.

   <img src="https://mintcdn.com/koreai/tuRL8ffTK7WGzmDu/ai-for-service/agentai/integration/nice-cxone-mpower/images/agent-ai-configuration.png?fit=max&auto=format&n=tuRL8ffTK7WGzmDu&q=85&s=6a6c3e6921b6a0e52e876f13f17d8641" alt="agent-ai-configuration" width="1787" height="754" data-path="ai-for-service/agentai/integration/nice-cxone-mpower/images/agent-ai-configuration.png" />

4. Enter **Agent AI URL**, **Bot ID**, **Client ID**, **Client Secret**, and **Language** (bot language). To get these values:
   * Sign in to Platform.
   * Go to **Agent AI** > **Flows & Channels** > **Digital**.
   * Select **Web/Mobile Client**, and expand the **JWT App Details** section.
   * Select **copy** against the required fields.

     <img src="https://mintcdn.com/koreai/tuRL8ffTK7WGzmDu/ai-for-service/agentai/integration/nice-cxone-mpower/images/jwt-app-details.png?fit=max&auto=format&n=tuRL8ffTK7WGzmDu&q=85&s=34cb0db53f81c0d8498c3e1d92dc5e42" alt="jwt-app-details" width="675" height="877" data-path="ai-for-service/agentai/integration/nice-cxone-mpower/images/jwt-app-details.png" />

5. Select a language in the **Language** dropdown list. The selected language corresponds to the language configured for the bot.

6. Select **Active**, and click **Save**.

   <Note>
     Only one Agent AI Configuration record can be active at a time. Multiple active records cause inconsistent widget behavior.
   </Note>

### 4. Embed the Agent AI widget

#### Option A: Page Layout (recommended)

1. Open the **Screen Pop** page layout for Account Object.
2. In the filter field, type **NiceCTI** and drag and drop the **NiceCTI\_AgentAssistVoice** component onto the **Account Object** layout page.

   <img src="https://mintcdn.com/koreai/tuRL8ffTK7WGzmDu/ai-for-service/agentai/integration/nice-cxone-mpower/images/nice-cti-aa-voice-component.png?fit=max&auto=format&n=tuRL8ffTK7WGzmDu&q=85&s=24bb7375d86105c3f7d3d4c34babe962" alt="voice-component" width="1848" height="933" data-path="ai-for-service/agentai/integration/nice-cxone-mpower/images/nice-cti-aa-voice-component.png" />

#### Option B: Visualforce

Create a Lightning Out app:

1. Open the **Developer Console** from your **Salesforce** org.
2. Navigate to **File** > **New** > **Lightning Application**.
3. Enter **Name** and **Description**, and then click **Submit**.
4. Paste the following code into the editor, and save the **Lightning Application**:

```
    <aura:application access="GLOBAL" extends="ltng:outApp">
        {/* Lightning Web Component will be loaded here from Visualforce page */}
        <aura:dependency resource="KAA:niceCTIAgentAssistVoice" />
    </aura:application>
```

**Create/Edit Visualforce Page**

1. Create a new Visualforce page or open an existing page.
2. To create a new Visualforce page, navigate to the **Setup** page > **Visualforce Pages**, and click **New**.
3. In the **Visualforce Markup** code editor, add <apex:includeLightning />\` at the beginning of your Visualforce page. This component loads the JavaScript file that Lightning Components for Visualforce uses.
4. Paste the following script in the **Visualforce Markup** code editor at the location where you want the Agent AI widget to display:

```
    <code><div id="lwc-container"></div> \
    <script> \
    // Initialize Lightning Out with the app you created \
    $Lightning.use("c:LightningApplication", function() { \
    // Create the LWC component inside the div container \
    $Lightning.createComponent("KAA:niceCTIAgentAssistVoice", { height: '600px', width: '500px'}, "lwc-container"); \
    }); \
    </script> \
    \
    </code>
```

<Note>
  Replace **LightningApplication** with the name of the Lightning Out app. Modify the **height** and **width** of the **niceCTIAgentAssistVoice** component according to your preference - these are the height and width of the Agent AI widget.
</Note>

5. Click **Save**.

   **Sample Visualforce Page**:

   ```
   <apex:page>
      <apex:includeLightning />
      <h1>Hello! </h1>
      <p>Welcome to Kore.ai Visualforce page.</p>
      <div id="lwc-container"></div>

      <script>
          // Initialize Lightning Out with the app you created
          $Lightning.use("c:Kore_Lightning_App", function() {
              // Create the LWC component inside the div container
              $Lightning.createComponent("KAA:niceCTIAgentAssistVoice", { height: '600px', width: '500px'}, "lwc-container");
          });

      </script>

   </apex:page>
   ```

   Set this Visualforce page as the screen pop-up, or create a Visualforce tab by following the instructions in the [Create Visualforce Tabs](https://help.salesforce.com/s/articleView?id=platform.pages_tabs_create.htm\&type=5) document.

#### Option C: Aura Component

Create a new Aura component or open an existing component:

1. To create a new Aura component, open **Developer Console** from your Salesforce org.
2. In the **Developer Console**, navigate to **File** > **New** > **LightningComponent**.
3. Enter **Name** and **Description**, and then click **Submit**.
4. Paste the following script in the editor at the desired location where you want the Agent AI widget to display, and save the **Lightning Application**:  \\

<code>
  <KAA:niceCTIAgentAssistVoice height="800px" width="500px" />
</code>

<Note>
  Modify the **height** and **width** of the **niceCTIAgentAssistVoice** component--these are the height and width of the Agent AI widget.
</Note>

**Sample Aura Component**:

```
<aura:component implements="force:appHostable,flexipage:availableForAllPageTypes" access="global" >
   <h1>Hello! Kore Aura Component</h1>
   <KAA:niceCTIAgentAssistVoice height="800px" width="500px" />
   <h1>End of Aura Component</h1>
</aura:component>
```

Create a Lightning tab by following the instructions in this [document](https://help.salesforce.com/s/articleView?id=platform.creating_flexipage_tabs.htm\&type=5).

### 5. Configure OAuth

Create an OAuth app by referring to [Create an External Client App for the OAuth Client Credential flow](https://developer.salesforce.com/docs/industries/loyalty/guide/authorization.html).

#### Retrieve Salesforce Base URI

`curl -X POST "[https://login.salesforce.com/services/oauth2/token?grant_type=client_credentials&client_id=](https://login.salesforce.com/services/oauth2/token?grant_type=client_credentials&client_id=)<KEY>&client_secret=<SECRET>"`

Use `instance_url` as `salesforceBaseURI`.

### 6. Configure NICE Studio scripts

#### Inbound script

* Import `kore.ai_nicecti_sf_voice.XML`.
* Update Salesforce credentials, Agent AI credentials, and Routing skill.
* Map Agent Assist Hub app

#### Outbound script

* Import `kore.ai_nicecti_sf_chat.xml`
* Configure OAuth using password grant
* Map Agent Assist Hub

<Note>
  The file `kore.ai_nicecti_sf_chat.xml` is used for outbound voice calls.
</Note>

### 7. Configure NICE ACD

* Create campaign
* Create skills (inbound/outbound)
* Assign Studio scripts
* Create Point of Contact (inbound calls)

## Outbound voice considerations

* If the widget loads before the agent accepts the call, disable **Agent AI-Initiated Transcription**. Custom data isn't available in this scenario.

  <img src="https://mintcdn.com/koreai/tuRL8ffTK7WGzmDu/ai-for-service/agentai/integration/nice-cxone-mpower/images/outbound-voice-considerations.png?fit=max&auto=format&n=tuRL8ffTK7WGzmDu&q=85&s=6aa74920059254d38497e36b20583c4e" alt="outbound-voice-considerations" width="1846" height="931" data-path="ai-for-service/agentai/integration/nice-cxone-mpower/images/outbound-voice-considerations.png" />

* If the widget loads after the agent accepts the call, transcription works normally, and custom data is available.